Job Description

A client of Insight Global is seeking a Director of Technology Support Services to join their team in the Overland Park, KS area. This is a full-time, permanent position with a hybrid schedule.

The Director of Technology Support Services oversees daily support operations, manages a team, handles escalations, maintains service levels, and improves processes for better efficiency. Strong leadership, technical expertise, and problem-solving skills are essential.

Key Responsibilities:

• Lead and supervise the Service Desk team.
• Manage incident and request handling.
• Monitor and ensure compliance with service levels.
• Handle escalations and coordinate problem resolution.
• Maintain user support and satisfaction.
• Oversee knowledge management.
• Manage vendor relationships and tool administration.
• Analyze performance metrics and generate reports.
• Plan and manage schedules, projects, and resource allocation.
• Collaborate with other departments to resolve technical issues.
• Facilitate technical onboarding and offboarding.
• Conduct one-on-one meetings and annual reviews.
• Identify and implement workflow improvements.
• Provide direct technical support.
• Deliver high-quality customer support through various channels.
• Ensure proactive issue resolution.

Qualifications

• A minimum of 4 – 6 years of experience working in a managerial or director role overseeing a technology service team
• Leadership experience, including team supervision and performance management.
• Network, PC, Mac, Cloud troubleshooting background
• Experience in Service Desk operations, incident management, and technical support.
• Strong knowledge of software, hardware, and system integrations.
• Ability to manage and prioritize multiple support channels and requests.
• Experience in process improvement and workflow optimization.
• Excellent writing and communication skills for interacting with users, technical teams, and vendors.
• Ability to leverage available resources to identify and resolve issues.
• Flexibility to travel on an as-needed basis (a few times a year)

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